Veritiv has an expansive North American network with more than 180 locations, and we do business with
more than half of the Fortune 500. We're a big company, but we’re also a new company, shaping our
systems and processes to support a successful and sustainable future. We don't just encourage an
entrepreneurial spirit, we embody it.
Are you looking to join a company where you feel empowered in your work and your job is not just a job,
but a path toward a rewarding and successful career? Do you want to be part of a company that
customers and suppliers not only want to do business with but need to do business with?
If you answered yes, then Veritiv might be the place for you. We encourage you to learn about and apply
to Veritiv if you seek a unique work experience, where diverse ideas are met with enthusiasm, and where
you can realize your full potential. Position Description
To build customer loyalty and confidence by receiving and responding to customer inquiries via all sources. Work directly with the customer and sales professional as a main source for Veritiv products, service, and problem resolution. Ensure that customer expectations are met. Continually strive to improve customer relationship. Coordination of all activities that pertain to implementing a new or existing account- on going cost management, item set-up, item changes, pricing and costing changes, etc. Continued, profitable, execution of delivery of customer orders by actively participating in all stages, from order collection, to order entry, to order delivery and order follow up.
Current/prospective customer research and new customer set up.
Answers phones and fields calls appropriately.
Assists walk in and house accounts.
Communicates with customer to understand needs and concerns and develops solutions independently, with sales, or manager, as appropriate.
Place, Monitor, and Track customer orders received, to include back orders.
Prepares order for accurate invoicing, discrepencies, credits, and returns in a timely manner.
Identify, monitor and resolve potential problematic customer issues including service failures, substitution of products, etc with open lines of communication. Able to mitigate problems.
Solves a range of straightforward problems; analyzes possible solutions using standard procedures
Assist in the implementation of unique customer programs for dedicated inventory
Track, communicate, and manage customer inventory reports.
Participation in inventory control and accuracy for warehouse.
Assist in the training and mentoring of customer service professionals
Recommends changes in process and procedures based on customer feedback
Uses product, market and functional knowledge in combination with Veritiv processes, procedures and applications to ensure customer satisfaction
Uses available toolset to organize and communicate
Upsell, Cross sell and substitute items
Performs other related duties and responsibilities as required or assigned
Is able to actively participate in team and group initiatives.
Ability to train and mentor other team members
Ability to take on special project work
Communicates with purchasing and marketing on customer feedback, shortages, etc.
Participate in marketing and community events as assigned.
Qualifications / Knowledge & Experience:
Punctual and regular attendance
Strong customer service skills (friendly, courteous and helpful)
Strong communication skills (listening, verbal and written)
Some selling skills.
Consistently exhibits high level of motivation and sense of urgency, exceptional follow-up and problem solving skills
Ability to work under little guidelines, but excels in a fast paced environment and can quickly change priorities.
Strong math and business acumen.
Ability to prioritize, set and consistently achieve goals
Superior time management skills with the ability to constantly multi-task and re-prioritize.
Strong team player (peers, other functions, management)
Strong understanding of company products, services, processes and procedures
Demonstrates a willingness to learn
Strong system skills including but not limited to: Microsoft Word and Excel
Can communicate to all levels within the organization
Contribute to providing a safe work environment
Ability to develop proficiency with company computer system is essential
Be able to learn and understand product line well enough to sell to walk in customers, as well as offer alternative suggestions to existing customers.
Understand the importance of working as a team.
Professional appearance, demeanor, and personality.
Working Conditions/Physical Requirement:
A significant portion of the incumbent’s job responsibilities will require PC work that involves the continuous use of the fingers, hands, wrists, and sitting for extended periods of time. The incumbent will talk, see and hear. The incumbent must frequently lift and/or move up to 10 pounds.